Troubleshooting Guides
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      Error Accessing File - "AVAIL is having trouble accessing this file."

      Troubleshooting when a user is unable to access a file in AVAIL.

      Issue:

      A thumbnail for content is displaying a yellow triangle and message that "AVAIL is having trouble accessing this file."

      Causes and Solutions:

      Common reasons this occurs are:

      • The file is no longer in the location where it was indexed from, either because it was deleted or moved in the File System.

      Solution 1: Put the file back in the location where it was originally indexed from.

      Solution 2: Have a user with Edit permissions in the Channel remove the missing Content Object (right-click the object, select Remove from Channel), and re-index the file from it's new location if applicable.

      Learn How to View a Files Index Location

      Learn How to use the Channel Audit tool to quickly find and remove broken content

       

      • The file was indexed from a location that you do not have access to. For example, the content was indexed from someone's C: drive or a server that you don't have permission to access.

      Solution 1: Request permission from your Network Administrator for access to that location

      Solution 2: Have the file indexed from an accessible location (for example, a network location instead of a user's C: drive).

      • The file type handler for this file type has not been installed. For example, if Revit is not installed, Revit specific content will not be accessible.

      Solution: Install the corresponding software for the file type.

      • Disconnected from the location where the file lives.

      Solution: Ensure you are connected to the location where the file is located. 

      Sometimes, Mapped Network Drives are configured to auto disconnect when not accessed for a period of time. Clicking on the mapped drive may make it available.

      Contact your Network Administrator if unable to connect to the location needed.

      Mapped Network Drives

      • Incorrectly synced Dynamic Path location

      Dynamic Paths are a feature of AVAIL that stores the location of indexed cloud-hosted content (e.g. OneDrive, Autodesk Docs) using an environment variable so that users can resolve to locations that have a unique user profile in the filepath.

      For solutions related to Dynamic Paths, visit Troubleshooting Dynamic Paths.